Cisco Cisco Unified Contact Center Enterprise 9.0(1) Referências técnicas

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ACD Configuration 

 

advantages and configuration changes for the new method using the 
INFORM HOST CALL STATUS STEP are listed below. The new 
implementation is supported only in ICM Release 2.5 and beyond. 

The Call Status message provides the following advantages in using the 
subscriber information feature as compared to the prior implementation: 

1.  The Spectrum ACD continues executing telescripts for a period of 

time after a call has been connected to an Agent. This race condition 
can allow the Spectrum to send a Subscriber Info Queued message 
after the call has been connected. This could lead to calls being 
counted as queued for the entire talk time which makes inaccurate the 
longest queued call and thereby the expected delay. Currently, the PIM 
ignores queued indications for calls that are in connect state. The Call 
Status message will help in accurate tracking of the Agent groups to 
which the call is queued. This also allows for an accurate report of the 
longest queued call and thereby the expected delay. 

2.  When a call comes off an Agent group in the queue, the call status 

message is used to accurately track the remaining Agent groups to 
which the call is queued. This is done by de-queuing the Agent groups 
to which the call is no longer queued. 

3.  The Call Status message prevents a possible human error which could 

result by editing the application telescripts incorrectly in the case of 
specifying the application to which the call is offered, or in the case of 
specifying the Agent groups to which the call is queued. 

You, as the customer, must modify the application telescripts in the 
following situations when using the INFORM HOST CALL STATUS 
step: 

1.  When the call is offered to a Spectrum application, the INFORM 

HOST CALL STAUS is used to indicate the Application ID (Unified 
ICM service peripheral number) to which the call is offered. 

2.  The application telescript may initiate an overflow request, and if that 

is successful, the telescript must perform INFORM HOST CALL 
STATUS step, to indicate to the host of the pending overflow, along 
with any other information that would apply to this scenario. 

3.  To specify the Caller Entered Digits, the application telescripts must 

perform the INFORM HOST CALL STATUS step, such that the host 
information string in the Call Status message is set as „CED‟, and the 
digits are in the Telescript Digit variable. 

4.  To support Post-Routing on the Spectrum ACD, the customer must 

insert application vector steps to perform a REQUEST HOST ON SI 
telescript step. 

For Spectrum Releases 5.1 and beyond, the HOSTAGNTCFG flag must 
be enabled for each Class of Service whose Agents will receive calls 
routed by the Unified ICM. Setting this bit will allow call events 
(established and cleared) to be sent to the PG when an Agent is connected